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FAQ's - How we are working during Covid-19 |

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How is the nursery running during the coronavirus crisis?

We are currently offering three options to customers: An extensive delivery service throughout Oxfordshire, Click & Collect and the opportunity the book timed slot to browse and buy in the nursery.  Please be patient if it takes us a bit longer than usual to deliver your order or to reply to your phone or email messages.Most of our staff are safe at home and the current team consists of:

 

Simon: Delivering your orders in our van, all day every day! (except Sunday)

 

Lucy: Picking out stock for deliveries, stock-taking, ordering plants. Serving customers during the timed browse & buy slots

 

Liz: Gathering up all the orders, potting up plants, general logistics

 

Andrew: Looking after all our precious plants and keeping the nursery looking amazing. Serving customers during the timed browse & buy slots

 

Sally (working from home): Answering the phones and emails Monday - Friday (please be patient as it may take a day or so to get back to you), updating the website in between calls

 

Laura (working from home) Updating the website as fast as she can with all the lovely new stock

 

Frequently Asked Questions

Delivery and stock queries:

Do you deliver to my area?

CLICK HERE to view all the postcodes we deliver to and our delivery costs.

 

How long will my order take to arrive?

We are aiming to deliver most orders within 4 days of ordering but it may take a few days longer at the moment. Please bear with us. We don't email or phone you in advance of delivery, but don't worry if you are out when we deliver - the driver will leave your order in a safe place (if you have specific instructions please write them in the 'comments' section at checkout)

 

Can I add to my order once I have paid?

I'm very sorry but this isn't possible. We are working on a skeleton staff and once we have received and printed out your order I'm afraid it cannot be added to (it will have been allocated to one of our many folders depending on delivery location and other factors, or we may have picked out the plants already) . This policy means we can speed up the processing of everyone's order. It also means we can spend more time outside gathering up your plants and delivering them rather than shifting through mounds of paperwork.

 

Can I specify a delivery day or time?

Sorry but we can't at the moment, but doesn't matter if you are out when we deliver. Simon will leave your order near your door (or in requested spot).

 

I'm over 70 and qualify for half price delivery - how does this work?

Place your order online as usual, and put in the 'notes' section at checkout that you are over 70 and self-isolating. You will initially be charged the full delivery price however we will refund half of your delivery cost after we have delivered your order

 

Can I collect my order?

No, sorry we can't offer collection. The only exception to this is for our wholesale customers (professional gardeners and landscapers who have a wholesale card). Wholesale customers will be required to show their wholesale card when they collect.

 

Some items are missing from my delivery - are they coming later?

Occasionally we may run out of stock of a particular item. We may deliver the rest of your order without this item so you are not waiting for too long. If this happens we will deliver the missing item at a later date (or refund you if we are unable to get it in again).

 

Why have I have been refunded for a plant?

Plants are living things and occasionally when we come to pick one out for delivery we find that it's not thriving and so are not happy to send it out. If we are unable to get any more of that plant in in the near future we will refund you for that item.

 

Website and payment queries:

When I get to checkout it says you can't ship to my area even though I am local, why is this?

This happens when you don't put a space in the postcode i.e you need to write OX5 3BA not OX53BA.

 

I don't have a PayPal account, can I pay by credit or debit card?

Yes, when you get to the checkout you can still pay by card, it will just be via the PayPal website. Select the 'guest checkout' option

 

My items are still showing in my barrow after I have paid, has my order gone through?

As long as you have had a payment confirmation from PayPal then yes it has. This is a blip on the website that we are trying to fix.

 

How can I remove items from my barrow?

Click on the wheelbarrow symbol in the top right hand corner of the page, then select 'view cart'. You can then remove items or amend quantities of each item.

 

I can't see any pending orders on my account, has my order gone through?

As long as you have had a payment confirmation from PayPal then yes it has. This is a blip on the website that we are trying to fix.

 

Can I place my order over the phone?

Yes but do bear with us as the phones are very busy. If you get the answerphone please leave a message and we can call you back. Try and order online if possible, however if you are having technical problems on the website, or have a query that can't be answered online, we will be happy to help if you leave a message

 

Why can't I add this item to my barrow? Why is the only option 'add to wish-list'?

This means that the item is out of stock. Anything that is in stock will have a green 'add to barrow' button below it. It this button isn't there then we don't have the item in at the moment. It may well come in later. You can add it to your 'wish list' but the wish list is for your own reference only - we can't see it.

 

 

Stock queries:

Lots of plants are out of stock, will you be getting more in?

Most likely yes - if you can see the plant on the website but there is no 'add to barrow' button it means it is out of stock but we may well be getting more in. Please keep checking back as new stock comes in several times a week and we update the website daily. Our growers are under a lot of pressure and working on a skeleton staff so stock is taking longer to reach us than usual.

 

Can you order plants in for me?

We may be able to get plants in for you if you are after a fair quantity of one variety. Please email us to check. We can't take requests for lots of different plants or planting lists at this time I'm afraid due to staff shortage.